What Is ServiceNow?

IT service management solution designed to help growing IT organizations facilitate collaboration across teams to identify the root cause of problems and manage incidents to boost productivity. ServiceNow lets teams use AI-enabled virtual agents to use custom templates and manage requests related to common customer service and HR situations. Features of the platform include change and release management, predictive intelligence, and knowledge management.

Who Uses ServiceNow?

ITSM space. This includes growing organizations of all sizes, in any industry.

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Reviews of ServiceNow

Average score

Overall
4.4
Ease of Use
4.1
Customer Service
4.2
Features
4.5
Value for Money
4.2

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Matias
Matias
Change Manager in Argentina
Verified LinkedIn User
Health, Wellness & Fitness, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source

Modern, integrated, and safekeeping of daily communication exchange

4.0 last month New

Comments: At first, feels complex and redundant, but while you pour into it, it starts feeling like a solution and keeper of daily work, management, and tasks. It is also incredibly functional.

Pros:

Self-sustained, full environment solution, almost without the need for complementation with other gears.

Cons:

Different user experience takes a while to learn how to navigate it.

Verified Reviewer
Project Lead in India
Verified LinkedIn User
Information Technology & Services, 5,001-10,000 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

as a Project lead we customize and use this Product extensevely.

4.0 2 months ago

Comments: I love this Tool because of its ease of use of the tool.
The way they develop the feature is great.
KB and Articles for support documents are good.
ServiceNow Community is great Help and they resolve most of the Issue there the way the Technical person explain and presenation is good.

Pros:

all the Modules that we used are ease to use. Documentation is well maintained. Easy to implement. easy to track the changes for Admin Team. Reporting Module is Great for BIz team.

Cons:

Cost and Product Support. Product road Map dates are not clear.

Chetan
Chetan
Customer Experience Director in India
Verified LinkedIn User
Broadcast Media, 5,001-10,000 Employees
Used the Software for: 2+ years
Reviewer Source

The super-APP for a large organization

4.0 3 months ago

Comments: My overall experience with SNOW has been good. There are platforms that are equally good, if not slightly better, but this would be my choice if I was running an organization of 1000+ employees. The user journeys can be confusing but if the pages are set up correctly and maintained, this app can be a boon for companies who are encouraging using SNOW and treating it as a homepage for all internal sites (like a company intranet). The platform allows third party integrations with Okta, Slack and Salesforce and also custom applications that can be hosted and run off SNOW.

Pros:

I have been using ServiceNOW (SNOW going forward) for over 3 years at Nielsen now. The platform holds together a ticketing platform, a custom-built application, self-help, service desk contact information, and knowledge base articles. Our organization also has some integrations with our HR, IT and Finance systems and require a little more maintenance as we are currently committed to another well-established platform. My tickets are always visible, my approvals, etc widgets are very useful too. The portal is light, so it is fast and it also connects seamlessly with Okta.

Cons:

Employees tend to get confused if the widgets are not correctly set up under the relevant sections of SNOW. The roll out time is quick, but the set up is the larger task. Custom applications running on SNOW can be a little buggy at times. The platform can turn into a administration nightmare if it is not maintained well.

Avinash
Principal Program Management in Malaysia
Computer Networking, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Best in Class ITSM tool

5.0 2 years ago

Comments: This is one of the best ITSM tool. Aviable as SaaS and can be easily integrated with the SSO. Self service is a good feature . Its just the regular upgrades and getting the data/configuration missing from the tenants during the upgrade is a concern. No need to backup , high availability and best resiliency..this is one of the best ITSM tool in the market.

Pros:

A brilliant ITSM tool and available as SaaS. The licensing mechanism is based on the fulfiller and approvers . The cost per licenses is a bit high for a fulfiller and hope service now can bring it down a bit. The best modules are :- Incident management , Change Management , Problem Management and CMDB.

Cons:

The upgrades , every 6 months are something that always keeps us on our toes. secondly it Whatsapp and telegram can be integrated with service Now...

Verified Reviewer
System Engineer in India
Verified LinkedIn User
Information Technology & Services, 10,000+ Employees
Used the Software for: 1+ year
Reviewer Source

Alternatives Considered:

Best Ticketing Tool!!

5.0 3 years ago

Comments: On a daily basis, we had to pull a lot of reports and create graphs for the same. With Service-Now, it's very easy. We have saved all the filters and created a dashboard on Service Now. Now, we have shared the link to the dashboard to the client and all our work is taken care by the tool. Relative time period is one top-notch filter, which has drastically reduced the time we were spending on creating the reports. It would take close to 4hrs to pull them and draft it for the client. Now, Service Now is doing the job and that 4hrs are saved for us.

Pros:

The best thing about Service Now is the way we can handle all data and reports directly on the tool. It is really well designed in getting approvals and assigning tickets. We can also set the ticket assignment groups based on certain rules or configuration items, that really saves us a lot of time. It is user - friendly too. Very easy to navigate and also has some built in buttons that are really useful.

Cons:

Not a major flaw, but if it can create aging tickets report in the form of a pivot table, then there is nothing to beat this tool. We really don't need to rely on excel if we can integrate some into the reporting feature on service now.